In this episode of Behind the Books, we’re joined by Adriana Cavallo, General Manager of Customer Experience at BGL Corporate Solutions.

This conversation is all about customer experience, leadership, technology, and why Bookkeepers should never underestimate the value they bring to their clients.

Adriana shares her journey from accounting graduate to leading customer experience across a global software company, and how BGL has grown from a desktop software provider into a global platform supporting thousands of businesses across multiple countries.

We also dive into the changing role of Bookkeepers, the impact of AI and automation, and why creating exceptional client experiences is becoming one of the biggest opportunities for businesses in the profession.

This episode covers:

• Adriana’s 13-year journey through 10 different roles at BGL
• How customer experience has evolved from a "nice to have" to a business priority
• Why great leaders create safe spaces for people to learn and grow
• Overcoming imposter syndrome and building confidence in leadership
• The importance of systems, processes, and continuous improvement
• How AI and automation are changing bookkeeping and compliance work
• Why Bookkeepers need to evolve beyond data entry and compliance tasks
• The role technology plays in creating better client experiences
• The power of community, connection, and industry relationships
• Practical advice for building a sustainable and future-focused bookkeeping business

If you've ever wondered how to create a better experience for your clients, how technology is reshaping the profession, or what successful businesses are doing differently, this episode is packed with practical insights and valuable takeaways.

🎧 Listen now and discover why customer experience may be one of the most important investments you can make in your bookkeeping business.

In this episode of Behind the Books, we're joined by Vicki Campbell and Phil Jacklin from Thankyou Payroll.

This conversation is about far more than payroll.

We explore what it looks like to build a business that genuinely puts people, purpose and community first, and why success doesn't have to come at the expense of making a positive impact.

Vicki and Phil share the story behind Thankyou Payroll's unique social enterprise model, how they've embedded generosity and sustainability into everyday business decisions, and why authentic relationships remain at the heart of everything they do.

We also discuss the changing role of Bookkeepers, payroll challenges facing New Zealand businesses, workplace culture, stewardship ownership, and what businesses can do to create lasting impact.

This episode covers:

• The story behind Thankyou Payroll and its social enterprise mission
• Why purpose-driven businesses attract great people
• Building stronger relationships with Bookkeepers and clients
• Payroll challenges facing New Zealand businesses
• Cashflow, compliance and the future of payroll
• Steward ownership and protecting a business's mission
• Sustainability in everyday business decisions
• Creating a workplace culture people genuinely love
• Why authenticity builds trust with clients
• Practical advice for businesses wanting to make a positive impact

If you've ever wondered whether a business can successfully balance people, profit and purpose, this episode is full of practical ideas and inspiring stories.

🎧 Listen now and discover why business can be about so much more than the bottom line.

In this episode of Behind the Books, we’re joined by Ben Liebert, founder of SyncHub and Blackball Software.

This conversation is all about how Bookkeepers can stop wasting time on manual data work – and start using data to deliver real value to their clients.

Ben shares how SyncHub went from a one-week MVP to a globally used platform across 30+ countries, and why most businesses (and Bookkeepers) are sitting on a “treasure trove” of data they’re not actually using.

We also get into how AI is changing the way Bookkeepers can interact with data, moving beyond static reports to real-time insights and better client conversations.

This episode covers:

• Why Bookkeepers and businesses are sitting on unused data
• The real reason clean, structured data is still a challenge
• How AI is changing the way Bookkeepers can use data
• Common misconceptions about dashboards and reporting
• What truly data-driven businesses (and advisors) do differently
• How to move from manual reporting to real insights
• Practical ways to start using your data better – without over complicating it

If you’ve ever felt stuck in spreadsheets, unsure how to turn data into something meaningful for your clients, or wondering where AI fits into your role as a Bookkeeper – this episode is well worth a listen.

🎧 Listen now and start turning your data into better client outcomes.

In this episode of Behind the Books, we’re joined by Mike Kelly and Ata McGregor, Co-Founders of 2Shakes.

This conversation dives into what good onboarding actually looks like in a bookkeeping business, why so many Bookkeepers struggle with it, and how better systems can save time, reduce stress, and improve the client experience from day one.

Mike and Ata share the story behind 2Shakes, how it started from a government project around “authority to act”, and how it evolved into one of the most recognised onboarding and AML platforms for Bookkeepers in New Zealand.

We also get into:

• Why onboarding is more than just paperwork
• Common mistakes Bookkeepers make when taking on clients
• The risks of poor engagement letters and missing authorities
• How AML naturally fits into onboarding
• Why systems matter even for small or part-time Bookkeepers
• Scaling a bookkeeping business beyond your local area
• The reality of building a software business together as partners

Plus… there are camping stories, chocolate debates, presenter voices, and one very important conversation about goat-herding Bookkeepers.

This episode is practical, honest, and full of real-world insight for Bookkeepers at every stage of business.

🎧 Listen now and start turning your data into better client outcomes.

In this episode of Behind the Books, we’re joined by Sharon Francisco - business mentor, educator, podcast host, and founder of The Entrepreneurial Bookkeeper Program.

This conversation goes far beyond bookkeeping systems and strategy. Sharon shares her deeply personal journey from corporate life and business coaching into building and scaling a bookkeeping business during one of the most challenging periods of her life.

We talk about confidence, mindset, financial independence, and why so many Bookkeepers accidentally build businesses that consume them instead of support them. Sharon opens up about the realities of burnout, overwhelm, self-belief, and the mindset shifts needed to create a business intentionally - not just survive week to week.

This episode covers:

• Sharon’s unexpected journey into the bookkeeping industry
• Building a bookkeeping business while navigating major life change
• Why many Bookkeepers underestimate their value
• The connection between mindset, confidence, and business growth
• How to move beyond survival mode and create a sustainable business
• The importance of boundaries, systems, and support
• Why positive thinking and visualisation matter in business
• The future of bookkeeping and the rise of advisory conversations
• Practical ways Bookkeepers can create more freedom and financial independence

This is an honest, uplifting, and empowering conversation for any Bookkeeper wanting to build a business that feels lighter, more intentional, and more aligned with the life they actually want.

In this episode of Behind the Books, we sit down with Mel Curwood, a financial coach who works closely with business owners to help them get back in control of their money - especially when things feel tight.

With a background in credit control and debt prevention, Mel shares what’s really happening behind the scenes for small businesses right now. From rising costs and delayed payments to the ripple effects across industries, we explore how cashflow pressure is showing up - and what can actually be done about it.

We also dive into why debt collection isn’t the “magic fix” many people think it is, where outdated payment habits like the 20th of the month came from, and how small changes in communication and systems can make a big difference.

This episode covers:

• Why debt collection isn’t always the solution people expect
• The real impact of cashflow pressure across businesses and industries
• Where common payment habits come from - and why they no longer work
• Practical ways to improve cashflow, including deposits and faster invoicing
• The role Bookkeepers play in supporting clients through financial stress
• How better conversations and clearer expectations can reduce risk

If you’re a Bookkeeper supporting clients through tough times, or a business owner feeling the pressure yourself, this is a must-listen.

In this episode of Behind the Books, we sit down with Leaine Jones, founder of Smart Books, to talk about what really builds confident, capable Bookkeepers.

With over 20 years in the industry, Leaine shares how she “fell into” bookkeeping, the reality of building a business from scratch, and why confidence often matters more than technical knowledge. From shoebox receipts to cloud software, we explore how the profession has evolved - and what hasn’t changed.

We also dive into the gaps she saw in traditional learning, which led to the creation of Smart Books, and why practical, real-world education is what Bookkeepers actually need to succeed.

This episode covers:

• How Leaine built her bookkeeping business and transitioned into education
• The importance of confidence, community, and continuous learning
• Why Bookkeepers are often undervalued - and how to change that
• Real client stories (including one unforgettable “work undies” receipt)
• Practical advice for Bookkeepers at every stage

If you’re a Bookkeeper looking to grow, or a business owner wanting to understand the real value behind the role, this is a must-listen.

#BookkeeperConfidence #PracticalTraining #BusinessGrowth #ClientRelationships

Welcome to the very first episode of Behind the Books.

In this intro episode, Kenn and Sandi turn the mic on themselves. While neither of them are Bookkeepers, they work closely alongside the profession through NZQBA – supporting, connecting, and championing the people behind the numbers.

They share why they started the podcast, what they’ve seen behind the scenes of the bookkeeping industry, and why community matters more than ever. You’ll also get a glimpse into their working dynamic, what drives them, and the kind of conversations you can expect in future episodes.

This podcast is about real people, real stories, and the reality of running and supporting small businesses – without the jargon.

In this episode:

• Why Behind the Books exists
• What Kenn and Sandi see from working alongside Bookkeepers
• The role of community in a profession that can feel isolating
• A behind-the-scenes look at how they work (and keep things fun)

Whether you’re a Bookkeeper, business owner, or just curious about the people behind the work – this is your starting point.